A reminder that I needed

I have worked hard over the past few months to get information out to the public about issues facing health care, primarily the practices of Pharmacy Benefits Managers that are having a negative impact on patient care.  After finishing one of the 20 or so transfers that I received from Walgreen's today, a patient did something that reminded me of the importance of our work.

We had just transferred this older gentleman's prescription due to Walgreen's not accepting his Express Scripts insurance any longer.  While he was picking up the prescription, he was very confused and not sure of why he had to come to this new pharmacy when he was happy with Walgreen's.  In addition to the confusion over his health insurance, the old man had a look on his face like his mind was somewhere else.  After my technician rang up the gentleman's order, he said he wasn't having a very good day.  My technician asked why and was just showing empathy as she does with every patient (one of the things I love about our pharmacy are the caring techs and pharmacists we employ).  The old man said he just dropped his wife of more than 60 years at the nursing home for the first time and he began to cry...

I watched the whole thing unfold and my heart just died.  My technician immediately began to tear up, as did the patient behind the old man in line.  I stopped what I was doing and joined my technician in the conversation.  There was nothing we could do to help but listen to this sweet person.  We told him that if he ever needed anything he could always call us.  He wiped his eyes and thanked us for listening (my technician had to go back in the break room to regain her composure).

This incident didn't have anything to do with a PBM or anything else that I've been so torn up about over the past few months.  This older man faced a problem that many people have faced and he reacted as many loved ones do when they feel helpless.  Pharmacy practice is changing in front of our eyes and I will continue to fight for the things I feel strongly about.  This sweet old man reminded me that I am taking care of PEOPLE, not prescriptions.